New NetSuite Advanced Customer Support Transforms Traditional Support, Ensuring a Solution That is Always Optimized for the Business

Todd Fitzwater, VP Customer Success, Oracle NetSuite

February 13, 2018

For years, businesses have been frustrated trying to get the full value out of their ERP systems(opens in new tab). Software providers and consultants would come in to implement the system and things would be great. As the business evolves, either through growth, changes in the business model or acquisitions, the system no longer meets the company’s needs. Those systems either held the business back or required a new wave of consultants to come in to learn the business all over again and adjust the workflows, integrations and configuration. Changes to the business often necessitated new software modules, even new systems and re-implementations that can create hurdles for the business and hinder growth. And, with legacy on-premises systems, customizations could break with every upgrade. Additionally, with the release of new functionality, the customer was hard pressed to take advantage of these capabilities without additional significant investment.

NetSuite, which has already solved many of those problems with a cloud-based architecture that carries customizations forward automatically, has taken another step toward ensuring customers get the full value of their investment with a new support offering, Advanced Customer Support (ACS). ACS is a new approach to customer success, providing ongoing, proactive support and solution services for NetSuite customers, enabling them to scale and adapt to growth, new business opportunities and new competitive pressures, to maximize their use of the platform and the application.

With 40,000 organizations and subsidiaries running its software and two decades of defining cloud ERP, NetSuite has unmatched experience in cloud ERP. NetSuite understands that successfully advancing and sustaining its solution means going beyond a one-size-fits-all approach. Each business is unique, and support services should reflect that, understanding each customer’s environment and their specific needs.

Spanning five tiers -- Advise, Monitor, Optimize, Architect and Platform -- ACS provides a full spectrum of support across all NetSuite products, for all verticals and customer size, including:

  • Release management – The team works with customers to build awareness, offer guidance and facilitate testing for NetSuite’s two releases each year.
  • Performance and scalability – Customers get quarterly monitoring and assessment environment assistance to ensure the solution is running at peak performance.
  • Optimization – As businesses grow and evolve, the team provides ongoing solution advice, solution configuration and development advice for the SuiteCloud development platform, to ensure NetSuite is meeting all their needs.

The new Advanced Customer Support offering, available to any customer on Premium Support, takes the support experience from reactive to proactive, ensuring the NetSuite solution is operating at the optimal level, mitigating risks and increasing ROI. With Advanced Customer Support, customers receive a named customer success manager and a named solution team that understands their business and solution environment, and provides proactive guidance and preventative services. With a committed team of customer success managers and a solution team that understands the environment, customers get faster response, optimized performance and reduced risk without having to fill out complicated SOWs, waiting for responses and constantly having to explain their business model.

To learn more about ACS, download the data sheet(opens in new tab). Existing customers should contact their AMO.

NetSuite has packaged the experience gained from tens of thousands of worldwide deployments over two decades into a set of leading practices that pave a clear path to success and are proven to deliver rapid business value. With NetSuite, you go live in a predictable timeframe — smart, stepped implementations begin with sales and span the entire customer lifecycle, so there's continuity from sales to services to support.